Primo Uptime Quarterly Reports are published each quarter to provide a comprehensive view of our uptime performance as measured over the last three (3) months and over the last twelve (12) months. The report measures our performance as defined in the Primo Service Level Agreement.

This document details the uptime report for Primo Central.

The Primo uptime measured on a rolling 12 month basis April 2016 - March 2017 is 99.94%

The Primo uptime measured on a rolling 3 month basis January 2017 - March 2017 is 99.89%

Please note our System Uptime Status page, which allows our customers to view the current status of their instance/environment at any time, using the following link: http://status.exlibrisgroup.com

Unscheduled downtime incidents inQ1 2017

Date

Start time

[UTC]

End time

[UTC]

Duration (minutes)

Description

January 20, 2017

2:16 PM

2:31 PM

15

Searches performed by users provide results within a timeframe that is considered as a service disruption.

February 13, 2017

3:15 PM

3:46 PM

31

During the last month a very large records were loaded into the Primo Central index.

When a query to Primo Central is sent which retrieve these type of records in a very large bulk set of the results, the load on the system is significantly increased and cause a complete system down.

February 15, 2017

10:55 AM

11:13 AM

18

February 21, 2017

3:10 PM

3:45 PM

35

March 2, 2017

2:18 PM

2:46 PM

28

Over the last month records, which were very large in size, were loaded into the Primo Central index.

Queries sent in large bulk sets to retrieve these records from Primo Central, created significant load on the system resulting in a complete system down situation.

March 3, 2017

12:56 AM

1:09 PM

13

Due to a network device software defect some of the network routing was not propagated and caused outage to part of our service.

As immediate action Exlibris engineers initiated a failover to the adjacent redundant network device, and resolved the issue by reloading the device configuration.

Scheduled downtimes during maintenance windows in Q1 2017

Start Date

Start Time

[UTC]

End Time

[UTC]

Duration (Minutes)

Total unscheduled downtime minutes during past 12 months

Quarter

Total unscheduled downtime in Quarter (minutes)

Q2 2016

108

Q3 2016

0

Q4 2016

84

Q1 2017

140

How is Uptime Calculated?

The uptime calculation is based on the following calculation (as defined in the Alma Service Level Agreement):

"Uptime" means the total period in minutes during which the Service is available for access and use during this period.

“Uptime Percentage” means Uptime expressed as a percentage, calculated in accordance with the following formula:

Uptime Percentage = X /(Y–Z) × 100

Where:

X = Uptime

Y = Last 12 months period

Z = The duration (in minutes) of any SLA Exclusions* during these 12 months